We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2152 results
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Decision Reference DRN-3832756
29 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3832756 The complaint Mr E has complained that Monzo Bank Ltd held him liable for cash which he says did not dispense. What happened In early 2022, Mr E requested £400 from a cash machine. He explained that the last note which dispensed came out skewed sideways, and the last £20 did no... (4 pages)View decision -
Decision Reference DRN-3716394
29 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3716394 The complaint Ms R has complained about a payment on her debit card with Monzo Bank Ltd. She said she didn’t authorise it as in she never made any payment to the merchant listed on her account. and so, she wants it refunded. What happened Ms R was on holiday abroad. When checki... (3 pages)View decision -
Decision Reference DRN-3802085
29 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802085 The complaint Mr G complains about the verification process Monzo Bank Ltd asked him to complete in order to discuss a card dispute. What happened Mr G had a current account with Monzo. In December 2021 Mr G raised a card dispute with Monzo in relation to a purchase he’d made. ... (2 pages)View decision -
Decision Reference DRN-3733008
28 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3733008 The complaint Mr O complains that Monzo Bank Ltd unfairly handled two chargeback claims. What happened In December 2021 Mr O placed two separate orders on different dates for an item of clothing and a pair of sunglasses from an online marketplace. He used his Monzo debit card f... (3 pages)View decision -
Decision Reference DRN-3804379
28 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3804379 The complaint Mr M complains that when Monzo Bank Ltd closed his account it added a marker at CIFAS, the national fraud database. What happened Mr M says that he didn’t know that money sent to his account was obtained fraudulently. And that the CIFAS marker was affecting his ab... (3 pages)View decision -
Decision Reference DRN-3661911
28 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3661911 The complaint Miss X complains that Monzo Bank Ltd (“Monzo”) failed to action a chargeback in time. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my decision. What I’ve ... (2 pages)View decision -
Decision Reference DRN-3325511
25 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3325511 The complaint Mrs M complains that Monzo Bank Ltd will not refund a transaction she says she did not authorise. What happened The events that unfolded are well known to the parties, so I won’t detail them again here. Instead, I’ll focus on the key points and reasoning behind my... (5 pages)View decision -
Decision Reference DRN-3761195
25 Nov 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3761195 The complaint Ms R says Monzo Bank Ltd (“Monzo”), didn’t do enough to help when she fell victim to an investment scam. She says Monzo should reimburse her for the money she lost. What happened In summary, Ms R fell victim to an investment scam. Ms R’s friend’s social media acco... (4 pages)View decision -
Decision Reference DRN-3673438
25 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3673438 The complaint Mr B is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £511 which he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, M... (4 pages)View decision -
Decision Reference DRN-3787268
24 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3787268 The complaint T, a small business, has complained Monzo Bank Ltd won’t refund money for transactions they didn’t make. Miss E, who trades as T, represents T in this complaint. What happened Miss E opened a business account in the name of T with Monzo in April 2022. In July she ... (2 pages)View decision
